A customer service team can fulfil many roles, accompanying your customers on every step of their life cycle with you. If you would like to thank your customers for joining you and provide them with guidance on how to make the most of your services, a welcome call will reassure them that they have made the right choice. It can provide support for a single sale product or an ongoing service. It can be the first point of contact for complaints, quelling any frustration and containing ill feeling, whilst helping your customer to find the quickest resolution. A customer service team can also manage your social media, promoting the positive feedback, whilst jumping on expressions of dissatisfaction and taking them offline before they escalate.
Whether this is handled by post, phone, email or instant messaging, a customer service team is your frontline; the place where you can really feel the pulse of your customer base.
HOW WILL IT BENEFIT YOU?
The power of word of mouth is phenomenal. Couple this with the speed of the modern world with its online blogs, Facebook, Twitter and numerous sharing sites, and you have a very dangerous weapon, or a very powerful one. But you need to be in control of it. With a customer service team managing your social media and customer support, you can make the most of every single customer contact, engendering loyalty to your brand.
A good customer service team sees every interaction with a customer as an opportunity to make them happy, and a great customer service team sees a complaint as the best opportunity of all.